Complaints Policy
We trust that your use of Metaworx will be a successful and pleasant one. In the unlikely event of dissatisfaction which we cannot resolve at the first point of concern, the following comprises our Customer (User) Complaints Process.
- Purpose of this Complaints Policy
- Metaworx welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our services to you, our customer service, or about our employees or agents, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our business and customer experience in the future.
- It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
- To provide a clear and fair procedure for any customers who wish to make a Complaint about our services, our customer service, or about our employees or agents;
- To ensure that everyone working for or with Metaworx knows how to handle Complaints made by our customers;
- To ensure that all Complaints are handled equally and in a fair and timely fashion;
- To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
- What this Complaints Policy Covers
- This Complaints Policy applies to the provision of services by Metaworx to our customer service and to our employees and agents.
- For the purposes of this Complaints Policy, any reference to Metaworx also includes our employees and agents.
- Complaints may relate to any of our activities and may include (but not be limited to):
- The quality of customer service you have received from Us;
- The behaviour and/or professional competence of our employees or agents;
- The way we operate our service and platform.
- The following are not considered to be Complaints and should therefore be directed to the appropriate Seller on our platform:
- General questions about services being promoted or sold on Metaworx;
- Matters concerning contractual or other legal disputes with other Users of Metaworx;
- Formal requests for the disclosure of information, for example, under applicable data legislation;
- Appeals against our decisions as contained and provided for within our Terms of Business.
- Making a Complaint
- All Complaints should be made in one of the following ways:
- In writing, addressed to our Company’s postal address;
- By email, addressed to support@Metaworx.co.uk.
- When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
- Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
- If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
- If you are making a Complaint about a particular transaction, the reference or invoice number;
- If you are making a Complaint about a particular employee of ours, the name and, where appropriate, position of that employee;
- Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
- Details of any documents or other evidence you wish to rely on in support of your Complaint;
- Details of what you would like Metaworx to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take).
- All Complaints should be made in one of the following ways:
- How We Handle Your Complaint
- We operate a two-stage complaints handling procedure. Our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are still not satisfied at the end of Level Two, Complaints may progress to External Resolution as detailed below.
- Level One:
- Upon receipt of your Complaint, we will log the Complaint and will acknowledge receipt of it in writing within 14 days, giving you a Complaint Reference.
- When we acknowledge receipt of your Complaint, we will also provide details of your Complaint Handler. This may be the person to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.
- If your Complaint relates to a specific employee, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it.
- If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
- We aim to resolve Level One Complaints within 7 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of delay and the reasons for it.
- At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.
- Level Two:
- If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 7 days, and have the complaint escalated to Level Two. Appeals are handled by a Director of our Company.
- Receipt of Appeals will be acknowledged in writing within 7 days. When we acknowledge receipt of your Appeal. We will also provide details of your Appeal Handler.
- If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
- We aim to resolve Level Two Complaints within 14 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of delay and the reasons for it.
- At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.
- External Resolution:
- If you are not satisfied with the resolution of your Complaint at Level Two you may seek External Resolution of your Complaint by contacting the then Chair or President of the Institute of Arbitrators in London, to appoint an independent Arbitrator to investigate and make a final decision. You will be responsible for any fees involved in this Arbitration decision. The Arbitrator may uphold or overrule our original decision made at Stage 2. The Arbitrator’s decision shall be binding on both you and us.
- Confidentiality and Data Protection
- All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees individuals who need to know in order to handle your Complaint.
- We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes.
- All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy & Data Policy available from the footer of our Website.
- Policy Responsibility and Review
- This Complaints Policy is regularly reviewed and updated as required.
- This Complaints Policy was adopted on 5th January 2023.
- This Complaints Policy was last reviewed on 5th January 2023.